Zendesk Suite
ZendeskExternal reviews
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Great for internal analytics or IT support.
What do you like best about the product?
I like the ease of use, on the front end operator side it allows users to simply email in their ticket. It also is easy to find the old ticket info since it can be stored in outlook. I also like the fact that it does indeed have ticket numbers attached so if needed you can reference the ticket number when reaching back out to the support team. Additionally, the friction less use of zendesk makes it easy for leaders of all levels to get questions answered, and inquiries resolved.
What do you dislike about the product?
For the front end user there is a lack of visibility and transparency to what status their ticket is in until the designated back end user responds. I understand that my organization is only using part of it, but maybe an option for automatic updates. Like "Your ticket has been viewed" or "your ticket is in progress". Proactive communication like many companies are now doing for example with logistics / deliveries. It eases the customer's apprehension about the process. In this case it could do that for the user.
What problems is the product solving and how is that benefiting you?
We use it as a reporting and analytics support help desk. It has been a very useful platform due to the ability of the team to interact and respond quickly to inquiries. The other great thing about it is it logs the history of comments on the ticket which allows a holisitic view of the interaction at any given time. It doesn't feel like it's overly complicated, which for support removing friction and making it easy is definitely important.
Recommendations to others considering the product:
Definitely a great use case from my company, however I cannot fully speak to the ease of setting up the back end integration. From my perspective, as a user, is where this review is coming from.
Ease of Use
What do you like best about the product?
The legibility and responsiveness of the ticketing system.
What do you dislike about the product?
How clients were organized. The need for plugins to do more advanced features.
What problems is the product solving and how is that benefiting you?
This was the first ticketing system we used for our Helpdesk and was great till we out grew it.
Easy to manage, great communication available
What do you like best about the product?
Easy to filter, tagging of other members
What do you dislike about the product?
There are several features I don't use so I have to make sure to not get confused with where to put notes.
What problems is the product solving and how is that benefiting you?
We are utilizing Zendesk to coordinate our technicians with a partner company. It is simple to coordinate and get notes and history and transfer our business findings to Zendesk for our partners to see and utilize.
Recommendations to others considering the product:
Zendesk is a super helpful platform for communicating with teams and requesting all types of information.
Establish A Stronger Relationship With Your Customers
What do you like best about the product?
1) Many users from the support team can log in and see what's happening with different customer tickets. This is useful to us because we have 3 shifts that span 24 hours. This means that we can leave offloads for the next shift to take on.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
2) The span of ZenDesk's integration is amazing. We have integrated it with Outlook and so we have created rules in our inbox to filter out all Zendesk emails to our "Tickets" Folder. This way, we can always keep track of when a customer raises a new ticket. For those who aren't in the support team, gaining visibility to see what is happening even without logging into ZenDesk is an advantage.
3) All exchanges are recorded against a ticket. Like I said earlier, we have shifts and so when we offload tickets to the next shift, they can easily see the history of exchanges on that ticket and proceed accordingly - having a sound idea of how to take charge.
4) There is a "Self-Help" customer service tool that stands out to me. This will enable your customers to be more self-reliant at times.
5) You can monitor ZenDesk with easy across all platforms like your Laptop, Desktop Computer, your Android or your IOS device. This kind of versatility helps you always keep track no matter where and when.
6) Multiple inboxes can be managed for different departments within the organization.
What do you dislike about the product?
1) We faced an issue while trying to integrate ZenDesk with Facebook chat. For some reason, this wasn't working out for us and didn't until the last time I remember using ZenDesk at PeopleWorks.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
2) Using the "@" symbol to adress another team member or try and get their attention doesn't work sometimes.
3) For a platform that promotes Customer Service, they can sure improve on theirs. This isn't too bad, though.
What problems is the product solving and how is that benefiting you?
1) Gain an insight to the progress of various customer issues.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
2) Integration with Outlook for remote visibility because we have to focus on other things as well.
3) Tagging, sorting and assigning tickets for a balanced workflow.
4) Adopting an organized approach when it comes to Customer Service as a whole.
5) Maintain quality service with our clients.
Recommendations to others considering the product:
Zendesk is certainly better than any other platform offering the same solution out there.
Great Tool
What do you like best about the product?
I love the functionality of the chat. I truly love how easy the platform is.
What do you dislike about the product?
I truly have no dislikes about Zendesk. It is truly a great program.
What problems is the product solving and how is that benefiting you?
I am solving customers's call and chat inquiries. It is truly beneficial to be able to organize my case and speak with the customer all within the same platform.
Recommendations to others considering the product:
Take the time to look around and enjoy the platform. It is easy to learn.
Great communication tool
What do you like best about the product?
You are able to communicate with customers without having to send long emails
What do you dislike about the product?
Nothing to be honest, it is a great platform i used for livechat purposes
What problems is the product solving and how is that benefiting you?
Able to communicate with customers using Livechat
Recommendations to others considering the product:
A way to go while dealing with customers
Quick Replies
What do you like best about the product?
I like how I'm able to view and organize emails from multiple different people in one spot. I love the Play button. It allows me to easily respond to my emails in a timely manner without manually going back into my inbox to see what's new.
What do you dislike about the product?
I don't like how you have to submit yourself as the assigned rep manually. I wish it was automatic when you claim their first email thread.
What problems is the product solving and how is that benefiting you?
Not missing any emails, replying in a timely manner, making sure that everyone gets a response. My biggest benefit is the Play button, and being able to mass edit multiple tickets at once.
Good for keeping track of tickets but not kept up with the times
What do you like best about the product?
It's possible to set some filters on the emails that come in, such as noticing when you just get an out of office reply. There are also good macros and templates to set up to enable speedy responses. We have used Zendesk for years now, for a while they offered something that couldn't be found elsewhere.
What do you dislike about the product?
The interface has become less intuitive over time and admin management - impossible.
Logged in as lead admin, I could not cancel or change my account without emailing their support.
When trying to add another member of the team, the interface told me they already existing as an admin, and yet when they tried to log in or do a password reset, they were told their email didn't exist.
Support didn't seem to know what was going on either.
Other solutions now offer month to month billing, easy cancelation or flex up and down, and for about a fifth of the price.
We have actually set up just a form with a "help at" address and used some gmail filtering.
Logged in as lead admin, I could not cancel or change my account without emailing their support.
When trying to add another member of the team, the interface told me they already existing as an admin, and yet when they tried to log in or do a password reset, they were told their email didn't exist.
Support didn't seem to know what was going on either.
Other solutions now offer month to month billing, easy cancelation or flex up and down, and for about a fifth of the price.
We have actually set up just a form with a "help at" address and used some gmail filtering.
What problems is the product solving and how is that benefiting you?
Lots of our subscribers buy from the merchants who advertise with us and when they don't get the goods in time or they have issues with customer service they will email us for assistance.
Very solid "build it yourself" support system
What do you like best about the product?
I think that Zen Desk has made creating general support functionality very simple. It's easy to create Triggers (for routing, automatic replies, etc.) and doesn't take a ton of work to implement other than testing the flow by creating tickets. Additionally Macros help create easy answers and replies for your tickets and for your support teams to use. Additionally, you can use a Macro to assign ticket values when replying making this a one touch reply for your more common issues and known solutions. All and all agent management is a breeze and assigning groups is fairly straight forward.
What do you dislike about the product?
One of the problems that Zen Desk Support has is that in order to be able to see tickets that are in any group, agents seemingly need to be in that group. For example, Tier 1 may escalate a ticket up to Tier 2. But if a Tier 1 agent is also not a part of the Tier 2 group, they won't be able to see the ticket. This also gets confusing if you have multiple teams for the same product lines - say a services division with a traditional support team as well. This also creates issues when giving too many views to an individual.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
Views are the different ways to see tickets - tickets open at a certain group, tickets that are open with an individual, tickets that may have been recently closed. As you assign these views out to groups like your Tier 1 and Tier 2, it can be a lot of views in the Views area which can clutter things up and make that a little hard to navigate. This gets even more cluttered when you are an admin and can see all the views.
One other thing that we found frustrating with groups as well is assignment. You may have an agent that is in a Tier 1 group and a Tier 2 group. What can happen is the individual agent can be assigned tickets at any of those groups. One thing that we saw out of the gate is tickets that needed to go to our escalation groups get assigned to that user at a Tier 1 level just through accidental means. The assignment can be a little tricky but just needs a little more attention by the staff member. Ultimately, this should be something Zen Desk reviews for improvement in the future.
What problems is the product solving and how is that benefiting you?
We are having major success in handling our ticket volume through Zen Desk. There are other CRMs out there with better features but again, Zen Desk makes the process of handling tickets for support personnel easy. That is the core part of their job - how easily can I document this, how easily can I get replies back to the customer without a ton of customer look up steps, and so on.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
The other benefit that you see with Zen Desk Support is how easily it connects to the other features that Zen Desk offers - whether that is Explore for your stats needs, Guide for knowledge base content, it's easy steps to get to these and pull data, manage articles and so on. That is not something you always see out there in support ticketing solutions.
Recommendations to others considering the product:
Do you research on what you need and make sure that you get the right level of Zendesk Support or any Zendesk Feature. There is a different between the tiers and if you need something, you should go to that next tier.
Customer services is fun with Zendesk
What do you like best about the product?
Zendesk is the best tool I have came across so far. It has helped me a lot to manage the client relations. It was very complicated initially to manage the huge work load and simultaneously we had to deal with the clients as well. Overall processing of the queries was very much time consuming and I was looking for one window solution. Now Zendesk is my professional partner, which has helped me a lot in organizing the tickets and it won’t let me skip any of my clients and this is very important as client feels worthy.
What do you dislike about the product?
In terms of report generating I have found it one step behind, as it takes time and become slower with the passage of time, which ultimately makes the tracking of the previously carried out processing difficult. Further I really want that this ticketing system could be replaced by some new technique.
What problems is the product solving and how is that benefiting you?
I am capable of adding to my business value and it has equally benefit my team members now we confidently categorize the issues and deal accordingly. We are now capable of providing the personalized support to our customers when and where they required.
Recommendations to others considering the product:
This application is very suitable for those organizations which deal with numerous customers every day. And especially it will help the small organizations very much because each team member could be capable of holding on and sharing the work load with peers.
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